Support
We respond to every support request within one UK working day. Before you email, take a quick look at our Help Centre. Most questions are answered there.
Last updated: 15 April 2026
Email Support
This inbox is monitored Monday to Friday, 09:00 to 17:30 UK time, excluding bank holidays.
Business-tier customers receive priority response.
Compose Support EmailWhat to Include
We can answer you faster if your first email includes the details below. Missing details means we come back to ask for them, which slows us down.
- Your organisation name and Microsoft 365 tenant name
- The Certaria environment URL (if known)
- A one-line summary of the issue
- Steps to reproduce, or the exact actions you took before the issue appeared
- Any error messages or screenshots
- The urgency, using our severity definitions below
How we classify severity
Every support email is classified against the severity scale below. Higher severity means faster first-response commitment. We will tell you how we classified your ticket in our first reply.
| Severity | Definition | First response |
|---|---|---|
| Critical | Certaria is completely unavailable or customer data integrity is at risk | Within 4 working hours |
| High | A major feature is not working and there is no workaround | Within 1 working day |
| Medium | A feature is not working as expected but there is a workaround | Within 2 working days |
| Low | A question, a cosmetic issue, or an enhancement request | Within 5 working days |
Certaria is completely unavailable or customer data integrity is at risk
First response: Within 4 working hours
A major feature is not working and there is no workaround
First response: Within 1 working day
A feature is not working as expected but there is a workaround
First response: Within 2 working days
A question, a cosmetic issue, or an enhancement request
First response: Within 5 working days
Standard-tier response commitments are shown. Business-tier customers receive one severity level faster on all categories.
What we cover
- Installing and configuring Certaria in your tenant
- Using the Certaria model-driven app, Teams agent, and Readiness Scan
- Interpreting your evidence data and control status
- ISO 27001 clarifications where they relate to Certaria features
What we do not cover
- General Microsoft 365 administration unrelated to Certaria
- Independent ISO 27001 certification advice (your certification body advises on this)
- Third-party integrations we do not publish
Your privacy when contacting support
When you email support, we process your name, email address, and the content of your message to respond to you. We retain support correspondence for 3 years for audit evidence. Full details, including your rights and how to exercise them, are in our Website Privacy Notice.